**Experienced Full Stack IT Tech Lead – Chat Platforms and Contact Center Solutions**

Are you a seasoned IT professional with a passion for innovative technology and customer-centric solutions? Do you have a knack for translating business requirements into cutting-edge, full-stack solutions that drive exceptional customer experiences? If so, we invite you to join blithequark as an Experienced Full Stack IT Tech Lead – Chat Platforms and Contact Center Solutions. **About blithequark** blithequark is a forward-thinking organization that is revolutionizing the way businesses interact with their customers. With a focus on delivering exceptional customer experiences, we are committed to harnessing the power of technology to drive growth, innovation, and success. Our team of talented professionals is dedicated to pushing the boundaries of what is possible, and we are seeking a skilled IT Tech Lead to join our ranks. **Responsibilities** As an Experienced Full Stack IT Tech Lead – Chat Platforms and Contact Center Solutions, you will play a critical role in driving the development and implementation of cutting-edge contact center solutions that enhance customer service and drive business growth. Your key responsibilities will include: * Translating business requirements into full-stack solutions using Contact Center systems such as Interactive Voice Response (IVR), Call Recording, Intent Identifications, Conversational Language, Workforce Management, and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, and more. * Developing and delivering IVR (Interactive Voice Response) solutions, combined with market insights, to establish differentiated value propositions that solve customer pain points and improve caller experience by designing the best Chat/Chatbot intents. * Troubleshooting on the production platform to resolve Chat and Chatbot-related issues by identifying sources of issue and deploying and/or coordinating resources to fix to ensure smooth operation. * Completing Root Cause Analysis within Enterprise Contact Center technology and architecture and recommending solutions to enhance service, including implementation of conversational-based technologies like CCAI and Watson. * Conducting periodic demonstrations for review of existing Chat, Chat to Salesforce/ServiceNow integrations, Chatbot implementations, and creating proof of concepts and/or proposals for new infrastructure solutions and enhancements. * Identifying areas for expansion and improvement by maintaining a forward-looking vision to help assess potential avenues/opportunities to apply contact center technologies with new and unforeseen applications as business experiences exponential growth. **Requirements** To be successful in this role, you will need: * A Master's degree or foreign equivalent in Computer Science, Computer Engineering, or a related field. * Two (2) years of post-baccalaureate experience as an IT Tech Leader or a related position. * Experience with contact center systems, business analysis, Chatbox/Voicebot design, application performance measurement and reporting, databases, and Agile application development. **Preferred Qualifications** While not required, the following qualifications would be highly desirable: * Experience with cloud-based contact center solutions and conversational AI technologies. * Strong understanding of Agile development methodologies and DevOps practices. * Proven track record of delivering high-quality solutions that meet or exceed customer expectations. * Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams. **Skills and Competencies** To succeed in this role, you will need to possess the following skills and competencies: * Strong technical skills, with a focus on contact center systems, business analysis, and Agile application development. * Excellent problem-solving and analytical skills, with the ability to identify and resolve complex technical issues. * Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams. * Ability to work in a fast-paced, dynamic environment, with a focus on delivering high-quality solutions under tight deadlines. * Strong business acumen, with a focus on understanding customer needs and developing solutions that meet or exceed customer expectations. **Career Growth Opportunities and Learning Benefits** At blithequark, we are committed to helping our employees grow and develop their careers. As an Experienced Full Stack IT Tech Lead – Chat Platforms and Contact Center Solutions, you will have access to a range of career growth opportunities, including: * Professional development programs, including training and certification in cutting-edge technologies. * Opportunities to work on high-profile projects and contribute to the development of innovative solutions. * Collaborative and dynamic work environment, with a focus on teamwork and collaboration. * Competitive compensation and benefits package, including health insurance, retirement savings, and paid time off. **Work Environment and Company Culture** blithequark is a dynamic and innovative organization that is committed to creating a work environment that is collaborative, inclusive, and supportive. As an Experienced Full Stack IT Tech Lead – Chat Platforms and Contact Center Solutions, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. Our company culture is built on a foundation of: * Collaboration and teamwork, with a focus on working together to achieve common goals. * Innovation and creativity, with a focus on developing new and innovative solutions. * Customer-centricity, with a focus on delivering exceptional customer experiences. * Diversity and inclusion, with a focus on creating a work environment that is inclusive and supportive of all employees. **Compensation, Perks, and Benefits** As an Experienced Full Stack IT Tech Lead – Chat Platforms and Contact Center Solutions, you will be eligible for a competitive compensation and benefits package, including: * Competitive salary and bonus structure. * Comprehensive health insurance, including medical, dental, and vision coverage. * Retirement savings plan, including a 401(k) match. * Paid time off, including vacation, sick leave, and holidays. * Flexible work arrangements, including telecommuting and flexible hours. **How to Apply** If you are a motivated and talented IT professional with a passion for innovative technology and customer-centric solutions, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience to: [Email address] We look forward to hearing from you! **Equal Employment Opportunity** blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive and supportive of all employees, and we strive to provide equal opportunities for employment and advancement to all qualified candidates.